Manager, IT Service Desk

5 days ago

Blaine, United States Infinite Campus Full time

Who we are
Infinite Campus is an educational software company that helps K12 school districts manage their day-to-day operations. We've been around for over 30 years and are the most trusted name in student information. Our customers include school districts across the United States and our products support more than eight million students.

What you'll do
As a Manager of the IT Service Desk, your primary responsibility will be to oversee and lead the IT Service Desk team, ensuring that technical support services are delivered effectively and efficiently to internal staff. Your role will involve managing a team of technicians, providing guidance, coaching, and support to maintain high standards in service delivery. You will also handle day-to-day operations, ensuring that requests are responded to in a timely and accurate manner, and act as an escalation point for complex issues. This position requires you to implement best practices in service desk processes, including onboarding and offboarding, access and asset management, and knowledge sharing. Collaborating with other IT teams and departments is essential for cross-functional projects and initiatives, and you will play a critical role in maintaining service levels related to response times, ticket resolution, and customer satisfaction. The role also involves identifying areas for process improvement and automation to improve efficiency and customer experience.

Who you are
You should have a degree in Information Technology, Computer Science, or a related field, along with at least five years of experience in IT Service Desk management, ideally in a technology-oriented environment. Leadership and people management skills are crucial, as you will be responsible for motivating and guiding your team. Strong problem-solving abilities, decision-making skills, and a focus on exceptional customer service are essential, as you'll be managing technical support across a variety of user needs. You will need to possess a solid technical background in troubleshooting hardware, software, and network issues, and be familiar with systems like Microsoft Windows, macOS, Microsoft 365, Jira, and Confluence. Effective communication and interpersonal skills are necessary to interact with users of diverse technical expertise levels. You are legally authorized to work within country of employment without sponsorship for employment visa status (e.g., H1B) now and/or in the future.

Your skill-set
This position demands a strong technical foundation, particularly in troubleshooting across different platforms, as well as experience with IT service management principles and best practices. The ability to perform well under pressure, manage multiple priorities, and maintain a structured approach to problem-solving is essential. Certifications like HDI or ITIL are advantageous, reflecting knowledge in industry standards and best practices. Additionally, a customer-oriented mindset, a proactive approach to identifying improvement opportunities, and familiarity with process automation will be valuable in excelling in this role.

What we offer
A highly competitive compensation package that reflects our commitment to the people who work here. No matter where you're at in life, we've got you covered. • Medical • Onsite Health Center for employee and family • Teledoc • Dental • Vision • Health Savings Account • Flexible Spending Accounts • Short & Long Term Disability • Life and ADD insurance • Generous paid time off (PTO) • Holiday pay • Employee Assistance Program • 100% matching 401k • Employee Stock Option Plan • Education Assistance • Daily free lunch and beverages at our onsite restaurant

A relaxed work environment that embraces onsite in person collaboration with flexibility to work offsite (remote). Infinite Campus is a place where smart, talented people work together with other smart and talented people every day.

What we live by
We solve problems at Infinite Campus. Driven by our mission and vision to Transform K12 Education®, we build solutions to serve K12 education and empower change for the better. We have shown that by adapting and applying technology and practices used by the private sector to K12, educators can be more productive in their daily tasks, and accomplish things previously thought to be impossible

Not sure if this is for you?
We want a diverse team, with a broad range of experience and perspectives. If this job has piqued your interest, but you're not sure if you qualify, apply anyways We carefully consider every application and will either move forward with you, find another team or position that might be a better fit, keep in touch for future opportunities, or send you off with our gratitude and a thank you for your time.

Equal Opportunity Employer
Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus' employees to perform their job duties may result in discipline up to and including discharge.

Position must adhere to the practices and procedures outlined in the master security guidelines.

This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.

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